WFM Real Time Analyst

Gratitude Inc

383 Views

3 weeks ago

WFM Real Time Analyst

2-4 Year(s)

₱ 25 - ₱ 30K p.m

Manila (Taguig)

Job Description

Key Skills

Technical Real Time Analyst WFM tools WFM. BPO Experience

12 candidate(s) have already applied for this Job. Apply now

We are Hiring!
Job Title: WFM Real Time Analyst

Account: Helpdesk Customer Support

Salary: ₱25,000 – ₱27,000

Location/Setup: Onsite, McKinley

Shift: TBD

Key Responsibilities:

- Real-Time Monitoring: Track live inbound queues (chat, email, phone, tickets), agent adherence, and service levels; escalate staffing issues or volume spikes.

- Forecasting & Planning: Develop short/medium-term volume forecasts and staffing models using historical data and advertising calendar events.

- Scheduling: Build, publish, and manage agent schedules; handle shift swaps, time-off, and training pullouts to maintain SLA compliance.

- Reporting: Produce daily/weekly/monthly reports on service levels, queue health, utilization, shrinkage, and adherence.

- Digital Advertising Support: Anticipate volume impacts from ad campaign lifecycles, billing cycles, and policy updates.

- Billing & Compliance Planning: Align staffing with billing spikes and compliance query patterns.

- System Administration: Maintain WFM, CRM, and ticketing system data (e.g., agent skills, queue views).

- Shrinkage & Absence Management: Track planned/unplanned shrinkage, attrition, and absences; adjust plans accordingly.

- Stakeholder Coordination: Communicate workforce updates to leads, training, QA, and agents.

- Continuous Improvement: Identify process gaps; support WFM tooling improvements and post-mortems.

Qualifications:

- Education: Bachelor’s degree or equivalent experience.

- Experience: 2 years in customer support, WFM, or BPO operations; digital advertising or billing/compliance support experience preferred.

- Technical Skills:
- WFM principles & tools (NICE IEX, Verint, Genesys, etc.)

- CRM/ticketing systems (Salesforce, Zendesk, Freshdesk)

- Digital advertising platforms (Meta Business Suite, Google Ads, TikTok for Business)

- Excel/Sheets for modeling and reporting

- Strong written/verbal English

Recruitment Process: Interview → Assessment → Hiring Manager Interview

Pre-screening questions: Education, years of WFM RTA experience, technical experience, last & expected salary.

Role

WFM

Timings

Flexible (Permanent)

Industry

BPO

Work Mode

Work from office

Process

Voice

Functional Area

ITES / BPO / Customer Service

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